Intelligent Automation - The Evolution of Automated Business Processes
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This brochure provides an overview of Intelligent Automation, the use if Robotics and Artificial Intelligence, to automate and optimize end-to-end business processes.
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Intelligent Automation - The Evolution of Automated Business Processes
- 1. Intelligent Automation The Evolution of automated Business Processes
- 2. What is Intelligent Automation (IA)? The Evolution of automated Business Processes Automation has been driving business success since the dawn of the industrial revolution. As technology has evolved over the years, so too have operational efficiencies, as automation has become applicable to more and more types of processes. The advent of computing heralded a new age for automation, as companies became able to automate and eventually outsource not only physically demanding tasks but also those traditionally requiring human cognitive abilities. Examples would be accounting, payroll, document management, human resources, and logistics. Recently, the information age has seen a rapid ac- celeration of technological and scientific progress that enables automated processes to span all indus- try sectors, business functions, and geographical borders. Examples of automation that we have all become familiar with include the recent rise and development of customer relationship management (CRM) systems, centralized contact centers with call routing technologies, and optical scanning software that can rapidly sort thousands of letters at a mail sorting depot. Intelligent Automation is the next evolutionary step in business process efficiency – combining existing automation tools with new technologies such as Artificial Intelligence (AI) and Robotic Process Auto- mation (RPA) to enable automation across a wider variety of tasks, processes, job functions, business areas, and industry sectors. Intelligent Automa- tion will become as essential to business success as today’s office computer. To help companies get a head start, Swiss Post Solutions offers a one stop shop for all current and future Intelligent Automa- tion needs. IT Resourced & Delivered Enterprise IT (ERP, CRM) Business Imperative (BPM Software) Degree of Specialization „Businessvalue“oftheprocess Business Resourced («IT Governed») Opportunities for Intelligent Automation
- 3. 3 Modern automation challenges and the need for intelligent decision making Process automation opportunities are particularly high in business areas undertaking a large volume of tasks and processes, for which IT departments have traditionally resourced and delivered solutions such as enterprise resource planning systems to manage and automate high-volume workloads. Meanwhile, for processes that are more complex and difficult to automate, business lines have in- vested in people to execute tasks. For example, in a typical contact center environment, CRM soft- ware automates numerous processes, while agents complete the tasks necessary for service delivery. These might include typing up the details of a customer call, categorizing and prioritizing the re- quest, and assigning or initiating follow up actions. When conducted manually, such disparate and time- consuming activities invariably result in process de- lays, high operational costs, breakdowns in interde- partmental communication, data entry errors, and poor customer follow-up, leading to substandard service delivery and customer churn. By using intelligent systems that can self-learn and even interact with customers or other businesses in an independent way, organizations benefit from increased operational efficiencies and higher pro- ductivity. In doing so, they enhance the customer experience through faster and more individualized services and interactions. Front and back offices are fully integrated, eliminating errors and boosting pro- cessing speed to optimize service delivery, while also increasing real-time visibility to enhance operational decision making. While the transition to the future operational model does not necessitate changes to the existing IT landscape, it does require a high level of technical expertise, deep functional knowledge, as well as the technology itself – all of which are delivered by Swiss Post Solutions. Machines that can complete cognitive tasks are even more important than machines that can accomplish physical ones.1 ” 1 “The Second Machine Age”, Erik Brynjolfsson & Andrew McAfee
- 4. 4 Business Process Outsourcing Revisited and Revolutionized The development of process automation has seen a corresponding evolution in the business process outsourcing (BPO) market. Traditionally, BPO provid- ers began with the delivery of cost-intensive on-site services, subsequently developing labor arbitrage solutions, before transitioning to more IT-based process automation services enabled by develop- ments in technology such as business process man- agement (BPM) and optical character recognition (OCR) software. Today, by integrating AI and RPA technologies, the BPO services market is trending towards the deliv- ery of Intelligent Automation solutions that reach beyond cost efficiencies, revolutionizing the way organizations operate. Swiss Post Solutions is leading this trend. A trusted pioneer in end-to-end process management, Swiss Post Solutions specializes in deploying the latest technologies – leveraging the knowledge and ca- pabilities of a dedicated Process Automation Team for Intelligent Automation deployment. By harnessing IT systems that can learn from expe- rience, that react intelligently to structured and un- structured data input, and that possess omnichannel capabilities for managing inbound and outbound workloads, Swiss Post Solutions provides orga- nizations with flexible, adaptable, and intelligent technical solutions which are sentient and which effectively function as additional employees for an organization. This empowers a company’s existing workforce to focus on higher value tasks – effec- tively taking the robot out of the employee – and provides opportunities for reskilling into more inter- esting areas of work, boosting employee satisfaction and engagement. Market evolution is rapidly moving forward © 2016 Swiss Post Solutions Cognitive ComputingRoboticsBPMLabor arbitrage –– High cost –– No differentiation –– Labor / people intense –– Near- / Off-Shore –– Automation –– Adaptability –– Automation –– Adaptability –– Awareness –– Automation –– Adaptability –– Awareness –– Analytics –– Automation –– Adaptability –– Awareness –– Analytics –– Alive On-Site / On-Shore The „traditional“ Business New (disruptive) growth opportunities Artificial Intelligence Human Capital Investments / Operational Costs Efficiency, Quality and Speed
- 5. 5 The last century was dominated by analog technology and linear growth. The 21st century will be digital and exponential. Intelligent Automation will change the world more rapidly than anything before.2 ” 2 Jörg Vollmer, CEO Swiss Post Solutions VIDEO: Swiss Post Solutions CEO Jörg Vollmer talks about Intelligent Automation
- 6. 6 Intelligent Automation in Action Sample Case AI Swiss Post Solutions Customer RPA Omni-Channel Platform · Key information · Categorizing · Self-learning · Process automation · Use of rule-based robotics · Processing of structured data · Virtual workforce · Cases unable to be processed automatically will be forwarded to the agent as exceptions. 2 Output Input While Intelligent Automation can be used across a multitude of B2B and B2C scenarios, let us consider the example of ordering a combined high-speed internet, fixed telephone line, and cable television service – a seemingly straightforward activity, yet one which is notorious for being beset with delivery problems, delays in communication, and misunder- standings. The three key activities for the service provider here are processing the incoming order, installation of equipment at the customer’s home, and service acti- vation of the customer’s chosen package. By using integrated AI and RPA technologies to coor- dinate internal processes, the company can ensure a smooth and timely delivery, installation, and service activation for customers every time. 1
- 7. 7 Intelligent processing accelerates service delivery Taking the information gathered by the Artificial Intelligence unit, the Intelligent Automation ser- vice model then engages rules-based software robots that interact with existing internal tech- nologies to automate the necessary follow-up process. This might include creating the customer’s con- tract – containing a bundle of mixed services. Here, the robots extract key information about the customer and the requested services, and transfer it into a pre-defined template in the doc- ument management system, without requiring any human interaction. Other automated steps include creating the customer profile and num- ber, setting up the direct debit service, checking the warehouse inventory to ensure sufficient stock. Finally, coordinating potential delivery dates with installation teams – while routing any complex or exception cases to agents for validation. The Robotic Process Automation service model seamlessly integrates with the company’s estab- lished IT systems to ensure a fully-coordinated service delivery model, increasing internal ef- ficiencies and reducing order-to-delivery turn- around time for customers. Omni-Channel Output – a range of communication channels to suit individual customer needs In addition to interacting with multiple internal platforms and applications, the Intelligent Auto- mation service model also communicates directly with the customer to fulfil the request, through a range of integrated outbound channels. The applied service model learns to recog- nize the customer’s preferred communication channel – whether fax, email, postal services, customer web portal, mobile device, or even system-to-system – and responds accordingly, enhancing the quality of customer interactions. The customer is consistently informed of the status of their order through a communication channel of their choice, and is immediately noti- fied of any issues that could affect service deliv- ery. As the delivery date nears, a software robot sends a reminder message to the customer’s mobile phone and to the installation technician to ensure the installation goes ahead smoothly. With a single contact, the customer can then rap- idly activate and begin enjoying the pre-approved services. Automating Inbound Contact Management This starts with managing all inbound custom- er requests through the use of Artificial Intelli- gence, which centrally collects all incoming data from multiple channels, extracts the key informa- tion, and categorizes and prioritizes the requests. By using Intelligent Automation, all inbound cus- tomer contacts are handled immediately. There is no customer waiting time, even during peak calling hours, or surges of website traffic and emails following successful marketing campaigns – greatly enhancing customer satisfaction. End Customer AGENT · Decisions & validations · Personal contact · Suggestions for improvements 3 1 2 3
- 8. 8 Summary of sample case By implementing an Intelligent Automation solu- tion, the company is able to radically improve ser- vice delivery, lower operational costs, and boost customer satisfaction – enhancing the company’s brand and revenue streams. All communications with the customer are man- aged through the outsourced service model, and all process information is fed directly back to the self-learning AI unit, enabling continual process improvements. In addition, the automation of data and processes greatly improves visibility into specific operational activities, as well as overall company performance against service level agreements – continually en- hancing tactical and strategic decision making. Business benefits –– Lower operational costs –– Continual process improvements –– Enhancements to tactical and strategical decisions –– Improved brand loyalty Customer benefits –– Constant status updates –– Using preferred communication channels –– Improved service delivery –– Improved satisfaction Omni-Channel Platform
- 9. 9 Automation of service delivery is the current big trick – one that goes beyond cost efficiency and disrupts the established service delivery models of the last two decades.3 ” 3 Everest Group, Research paper “Smart Automations and their impact on Service Delivery”, 2016
- 10. 10 Intelligent Automation provides solutions across a range of activities, business functions, organiza- tions, and industry sectors with high-volume and complex processing setups. The following examples demonstrate the versatility and potential applicability of Intelligent Automation solutions, along with the measurable business value in each case. Tangible Benefits of Intelligent Automation – Automation Market References Insurance Business function: Claims Process challenge: 3,000 pages per day, 25% as physical documents Measurable results of Intelligent Automation: –– Enabled all claims to be managed by only 4 employees –– Provided consistently high service levels even during peak inbound activity of up to 70% higher than average, for example after a flood or a storm Transportation Business function: Accounts payable Process challenge: Up to 12,000 invoices per day, received in more than 40 languages Measurable results of Intelligent Automation: –– Cut operating costs by more than £1.45 million in the 1st year –– Reduced processing time from 4 weeks to 2 days –– Cut transactional costs by 74% –– Enabled 2 employees to manage workload previously requiring 60 staff –– Achieved 70% process automation Banking Business function: Collection process Process challenge: Realize effective dunning procedure for credit card debt as currently only 60% of outstanding invoices are settled Measurable results of Intelligent Automation: –– No integration costs, as robots drive existing applications –– Reduction of repetitive, manual tasks and increasing accuracy –– Increased efficiency, nearly 100% of outstanding invoices are successfully settled BPO Services Business function: Order processing Process challenge: Decrease manual processing time for 800 employees Measurable results of Intelligent Automation: –– Cut operational costs by 80% –– Reduced processing time from 30 to 10 minutes –– Achieved return on investment in only six months –– Enabled 50 robots to manage all processes previously completed by 800 staff
- 11. 11 How Automation can work for you Business benefits: –– Significantly reduced operational costs –– Dramatic reduction of processing and service delivery time through automation, improving brand image –– Increased consistency of data and better services by eliminating human errors –– Flexibility and scalability to cope with highly fluctuating workloads –– Enhanced management decision making thanks to faster access to relevant information and increased visibility into all process operations –– Increased customer satisfaction and retention due to faster contact responses and resolution of requests –– Self-learning AI system drives continual process improvements Customer benefits: –– Fast and reliable service delivery –– Rapid individualized contact responses –– Choice of communication channels, each offering consistently high levels of service –– 24/7 service availability –– Personalized interactions with knowledgeable staff –– Optimized customer experience Intelligent Automation brings together the latest technologies in artificial intelligence and robotic process automation to empower today’s organiza- tions with the future model of business efficiency. In order to succeed in the increasingly competi- tive world, businesses will have no choice but to deploy IA as a means to continually optimize the processes that underlie service delivery for their internal and external customers. Responding to increasing market demand, Swiss Post Solutions has developed its service offerings to combine the most up-to-date intelligent tech- nologies with deep process knowledge and de- ployment expertise – working as a single-partner interface to help organizations smoothly adopt Intelligent Automation solutions and manage the inevitable cultural change. The exponential benefits already achieved by ear- ly adopters of IA have huge implications for the evolution of current and future business practices across all sectors. Not only do Swiss Post Solutions’ self-learning systems considerably reduce costs and improve service delivery quality and speed, they are continually improving their own perfor- mance – enabling organizations to progressively edge ahead of the competition with each trans- action. VIDEO: Swiss Post Solutions Intelligent Automation
- 12. Swiss Post Solutions AG Pfingstweidstrasse 60b 8080 Zürich Switzerland www.swisspostsolutions.ch [email protected] www.swisspostsolutions.com Visit our website to learn more about how Swiss Post Solutions connects the physical and digital worlds, or contact us today to discuss how Intelligent Automation can work for you and your business.